“We like the simplicity of the cxm® system. We know exactly when the reservation was made and who took it, the whole history of that call. If there's a discrepancy, we can email the recording to the client. And it all happens in seconds!”
— Steve Spencer, Jr.,
London Towncars
opportunity
London Towncar is
a chauffeured limo company in New York City, catering
to corporate executives. Call recording and quality monitoring phone reservations
is necessary in this particular business, mainly due
to client disputes that invariably occur. The company
utilized a Dictaphone system with mini-cassette recorders.
While this system was adequate for their recording needs,
retrieval of the calls proved excruciatingly difficult.
This method required stopping the tape and manually searching
for a particular call. During this process, incoming
calls could not be recorded.
solution
Co-nexus installed
its cxm® call recording and quality monitoring system. This enabled London Towncars
to automatically record all client phone reservations.
More importantly, in the event of a client dispute-such
as a scheduled pickup time-the system allows the
company to quickly find the call and even email the recording to the client.
results
In addition to saving
the company significant time when retrieving phone recordings
(one to two minutes versus an hour), cxm® contributed
in preserving the company's excellent reputation. In
the event of a dispute in pickup time, London Towncars
is able to provide undeniable proof of when the time
was scheduled. This helps the company provide better
service, while retaining its client base, even those
upset over missing their ride.
